Oracle CX Cloud Suite : deliver a seamless and personalized customer experience with the Oracle CX Suite /

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Oracle CX Cloud Suite helps companies leverage customer experience to differentiate, innovate, and improve business results. It is the most integrated, and extensible customer experience solution available. With this comprehensive guide to implementing Oracle CX Cloud, administrators of all levels c...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Juric, Kresimir (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Birmingham, UK : Packt Publishing, 2019.
Temas:
Cloud computing.
Web services.
Customer relations > Management > Data processing.
Infonuagique.
Services Web.
Cloud computing
Customer relations > Management > Data processing
Web services
Acceso en línea:Texto completo
Texto completo
Tabla de Contenidos:
  • Cover; Title Page; Copyright and Credits; Dedication; About Packt; Contributors; Table of Contents; Preface; Section 1: Brave New World; Chapter 1: The King Is Dead, Long Live the King; Learning about CRM; The benefits of CRM; The limitations of CRM; Organizational limitations; Inside-out thinking; Technical limitations; Reasons for leaving CRM in the past; The customer experience of CX; Organizational benefits; A customer-centric philosophy; Outside-in thinking; The technological benefits of CX; The key capabilities of CX; Summary; Chapter 2: Overview of Products
  • Oracle solutions and their roles in an enterpriseOracle Sales Cloud; Oracle Sales Cloud to other systems; Other systems to Oracle Sales Cloud; Oracle Marketing Cloud; Other systems to Oracle Marketing Cloud; Oracle Marketing Cloud to other systems; Oracle Service Cloud; Other systems to Oracle Service Cloud; Oracle Service Cloud to other systems; Oracle CPQ Cloud; Other systems to Oracle CPQ Cloud; Oracle CPQ Cloud to other systems; Oracle Commerce Cloud ; Other systems to Oracle Commerce Cloud; Oracle Commerce Cloud to other systems; Oracle Social Cloud; Other systems to Oracle Social Cloud
  • Oracle Social Cloud to other systemsOracle Sales Cloud resembling a CRM; Customer data management; Integrations; Conclusion; Oracle Marketing Cloud; Oracle Eloqua; Oracle Responsys; Oracle BlueKai; Oracle Maxymiser; Oracle Infinity; Oracle Content Marketing; Social Marketing; Conclusion; Oracle Service Cloud; Conclusion; Oracle CPQ Cloud; Conclusion; Oracle Commerce Cloud; Conclusion; Oracle Social ; Conclusion; Summary; Chapter 3: CX Solution Architecture; Understanding the CX architecture; Solution architecture; Customer journey mapping; CX reference architecture; Deployment type
  • PrinciplesComponents; Quality; Examples of architecture principles; Exploring a logical view; Logical architecture
  • commerce components; Logical architecture
  • loyalty and marketing components; Logical architecture
  • service components; Logical architecture
  • reference architecture; Oracle CX products; Commerce solution; Loyalty and marketing solution; Service components solution; Security and monitoring; Oracle Identity and Access Management; Oracle Enterprise Manager; Preparing for implementation; Summary; Section 2: Service Provisioning and Basic Settings
  • Chapter 4: As-Is and To-Be AnalysisTechnical requirements; The purpose of business analysis; Understanding business processes, tools, and methods; Basic elements of business processes; Types of business processes; Essential processes; Supporting processes; Management processes; Business process notations; BPMN ; UML notation; Class diagram; Use case diagram; Activity diagram; Understanding fishbone diagrams
  • Ishikawa diagram; Example of Ishikawa diagram analysis; Understanding Pareto diagrams; Example of Pareto diagram analysis; Diagram analysis; Understanding the As-Is analysis

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